THE ROLE.

As a core member of the Client Experience team, you will be responsible for ensuring the smooth running of campaigns, and that our clients have a great experience working with us. You will be responsible for building long-lasting, successful relationships internally and externally as well as leading client and internal meetings. Your focus will be on coordinating the activities of our growth and specialist teams to facilitate smooth delivery of our campaigns and projects. You love organising and are all about the details, from admin to branding, you have a passion for making sure things are done well and love helping people.

KEY RESPONSIBILITIES.

• Create a smooth, positive experience for our clients and internal teams.
• Work with the specialist teams to ensure we are delivering best-in-class work to our clients.
• Assist the growth and specialist teams in project management and planning, ensuring that deadlines are met, and client expectations are managed.
• Work with the specialist teams to produce reports and insights for clients that provide value.
• Maintain and manage projects in Asana.
• Own the monthly reports for clients, ensuring they are of high quality, offer value and provide insights to Found’s activity.
• Support with quarterly business review and monthly meetings to ensure strategy effectiveness, valuable insights and narrative is communicated to the client.
• Work with specialist teams to find solutions to roadblocks/client issues with delivery of activity.
• Facilitate collaboration across the agency, ensuring our activity is integrated and channels aren’t operating in silo.
• Ensure work is delivered as per client roadmap.
• Build successful and long lasting relationships with all client stakeholders, from mid management to senior contacts.
• Identify red flags/threats to either the relationship or services Found provides to Head of Client Experience.
• Report client satisfaction to Head of Client experience.
• Act as the conduit between Found and Braidr, monitoring and reviewing data briefs.
• Challenge the ordinary and help the team produce great work.
• Be a go-to source of energy and insight in the team.
• Manage client communication, ensuring timely responses are provided with the support of the right Found team members.

BEHAVIOURS IN THIS ROLE.

• Motivates and inspires clients and internal teams.
• Work collaboratively across the agency.
• Takes a proactive approach to actively develop relationships with clients and internal teams.
• Approachable, supportive and accountable for their own, the clients and the team’s performance and outputs.
• Forward thinking and solutions orientated.
• Highly organised and proactive
• Has strong communication skills
• Curious and asks ‘how can we do this be better?’

OUR REQUIREMENTS.

• Proven experience in account management
• Knowledge of digital channels including paid performance, SEO & data
• Experience working agency side